Which two recommendations should a consultant suggest to help decrease customer wait times?

Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.

Which two recommendations should a consultant suggest to help decrease customer wait times? Choose 2 answers:
A . Set up analytical snapshots to capture key case information andcreate historical trending reports
B. Set up a Salesforce Customer Community that will allow customers to create cases online
C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
D. Create case escalation rules to route high priority cases directly to supervisors for resolution

Answer: B,C